Questions and answers
Everything you ask before ordering
We have collected here the questions we most often receive by phone and e-mail - including the inconvenient ones. If something is missing, please call us.
Product and material
What is the mat, what does it look like on the countertop and what can you expect from the material?
What exactly is "soft glass"?
It is a transparent, flexible mat made of high-quality PVC. It is placed on the countertop like a tablecloth - it protects the surface and at the same time is almost invisible. No gluing or assembly required.
What is the difference between the glossy and matte version?
The glossy version is crystal clear - the top looks the same as before, only protected. The matte version has a satin, slightly milky finish and disperses reflections, making the reflections of lamps and windows less visible. Matte slightly softens the color of the countertop; glossy leaves it unchanged.
Does the mat smell after unpacking?
A freshly unpacked mat may have a noticeable smell of plastic - this is normal for PVC foil that has been rolled and tightly packed for transport. The smell decreases after unrolling the mat and airing the room; is not a sign of a material defect. If it still bothers you after a few days, please contact us and we will investigate.
Will the mat turn yellow?
Like any plastic, PVC may slightly change its shade over time when exposed to strong sunlight - the fastest on the terrace and by the southern window, the slowest inside the apartment. We do not make a declaration about the resistance of a material unless we can support it with a technical data sheet.
Does the mat shrink when unfolded?
Yes, slight shrinkage is a natural feature of PVC - the material arrives rolled on a tube and lies on the countertop for the first few days. Therefore, when cutting, we add a technological margin so that after stabilization the mat reaches evenly to the edge. We do not provide a percentage here because it depends on the batch of material and the temperature in the room - if the mat turns out to be too small, please contact us.
Selection and measurement
How to measure a countertop, which thickness to choose and what to do if the dimensions do not match.
What thickness should I choose?
1.5 mm gloss is a universal choice for most tables and desks. 2.0 mm is thicker and stiffer - for intensively used countertops. The 1.5 mm matt version works best on glass and painted surfaces.
Do you need to measure the table down to the millimeter?
NO. Just provide approximate dimensions - when cutting, we add a small allowance so that the mat fits perfectly. If you have any doubts, please call us and we will help you choose the size.
What shapes and dimensions can be ordered?
In the calculator, you choose a rectangular or round shape and enter the dimensions in centimeters. The price is calculated immediately, without waiting for a quote. If the countertop has an unusual shape or cutout, please call us - we will tell you directly whether we are able to make this size.
What should I do if I make a mistake in my measurement?
Please contact us as soon as possible - by phone on +48 45 104 05 40 or by e-mail at sales@filmfy.eu with your order number. If the mat has not been cut yet, we will change the dimensions before implementation. If it has already been made correctly, according to the parameters you provided, it is not a complaint - the rules for returning an individual product described in the returns policy apply. A mat that is too large can be carefully trimmed at home; Unfortunately, it cannot be enlarged if it is too small, so if you have an unusual countertop, it is worth measuring twice.
Which version should you choose for a glass or high-gloss countertop?
The matte version is usually better for glass and painted surfaces - it reflects light less and has a less visible effect of adhering to a smooth surface. If you want the countertop to remain intact, you can choose the glossy version; then it is worth reading the answer about bubbles and "spilled water" below.
Order and payment
How to place an order and how to pay for it.
How to place an order?
There are two ways. First: calculator - you choose the shape, thickness and dimensions, and we cut the mat to the given size. Second: ready-made sizes from the catalog, if any of them fits your countertop. In both cases, the price is visible before adding to the cart, and you confirm the order only after the summary.
How can I pay?
Pay securely online by card or another method made available through Stripe, or choose PayPal. We do not collect or store your card details; they are entered directly with the payment provider.
Do you issue a VAT invoice?
Yes, we issue a VAT invoice on request - just provide the invoice details when placing the order or write to us after placing the order.
Can you help with selection over the phone?
Yes. If you have any doubts about the size, thickness or finish, please call +48 45 104 05 40 (Mon–Fri 8:00–18:00 (CET)). A short conversation before ordering is cheaper for both parties than a poorly selected mat.
Delivery
Deadline, cost, packaging method and shipment tracking.
How long does it take for delivery?
Production time depends on the selected product and shape. The current total estimate is shown at checkout and in the confirmation; tracking is sent by email after dispatch.
How much does delivery cost?
We send the parcel with the courier shown at checkout. Select your country or region to see its fixed EUR rate for a parcel up to 10 kg before confirming the order.
How is the mat packed?
The mat is shipped rolled into a roll and protected during transport - in this form it endures the road best and does not break when folded. After unpacking, you need to unfold it and place it on the counter; We describe how it behaves immediately after expansion in the usage section.
Can I track my shipment?
Yes. After sending the parcel, we send an SMS and e-mail with the tracking number and notification about the delivery status.
Returns and complaints
When is a refund due, how to report damage and within what time frame do we respond?
Can I return the mat?
It depends on the type of product. Ready-made sizes available in our catalog can be returned within 14 days in accordance with the statutory right of withdrawal. A product made according to the Customer's individual dimensions or other parameters is not covered by the statutory right of withdrawal in accordance with Art. 38 section 1 point 3 of the Act on Consumer Rights - we nevertheless accept its return on separate terms, which we have described in the returns policy. Complaints about products that do not comply with the contract are dealt with separately, on statutory terms.
What to do if the mat arrives damaged or does not match the order?
Please report by e-mail to sales@filmfy.eu or by phone to +48 45 104 05 40. In your request, please provide your order number, describe the problem and, if possible, attach photos. Please also indicate whether you prefer repair or replacement; the costs of repair or replacement, including returning the goods, are borne by us. The full procedure is described in the returns policy.
How long does it take to process a complaint?
We respond to complaints within 14 days of receiving them. Lack of response within this period means that the complaint will be accepted. We will refund the amount due, if due, immediately, no later than within 14 days.
Use and care
First hours after unpacking, daily use and cleaning.
The mat rolls up after unpacking. Is this how it's supposed to be?
Yes - the mat is transported rolled up and immediately after unrolling it may curl up at the edges or have visible waves. Please place it on the countertop with the outer side up and leave it flat; it settles faster in a warm room than in a cool one. The edges can be additionally pressed, for example with books. We do not recommend accelerating this with a hairdryer or hot water.
Where do bubbles and the "spillage effect" on the countertop come from?
On very smooth surfaces - glass, high-gloss countertops, varnish - the mat adheres to the countertop so tightly that in several places a thin layer of air remains under it. Optically, it looks like spilled water stains or small bubbles. This is an optical phenomenon, not a material defect and not a trace of dirt. It usually helps to remove the mat, wipe the top dry and then unfold it again from the inside out to push out the air. On such countertops, the matte version masks this effect better than the glossy one.
Does the mat not move?
NO. Thanks to its own weight and the natural adhesion of PVC, the mat lies stably on the countertop and does not slip during everyday use.
How to clean it?
Just wipe with a damp cloth and a little dishwashing liquid. The material is waterproof and does not absorb dirt.
What not to use to clean the mat?
Please avoid rough sponges and abrasive milks - they leave dull scratches on the surface. We also advise against using acetone, solvents and preparations based on them. For daily cleaning, a damp cloth with a little dishwashing liquid is enough.
Can I place a hot dish on the mat?
A warm plate, cup or jug won't hurt. Please place dishes straight from the burner, hob or oven on a mat - the mat is made of plastic and direct contact with a very hot bottom may permanently deform it.
Can you cut it yourself at home?
Yes, if necessary, you can trim it lightly with scissors or a knife. In practice, this is not necessary because we cut the mats exactly to the specified dimensions.
Haven't found the answer?
Please call or write - we respond specifically, even if the answer is "it won't work in your case". Mon–Fri 8:00–18:00 (CET).
Do you already know what to look for?
Just provide the dimensions of the countertop - you will see the price immediately, before placing the order.